Warner Bros. Discovery - Director - Service Management Operations

to Warner Bros.

Discovery the stuff dreams are made of.

Who We Are.

When we say, the stuff dreams are made of, were not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth.

Behind WBDs vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating whats next.

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves.

Here you are supported, here you are celebrated, here you can thrive.

Your New Role :

The Director, Service Management Operations will play a pivotal role in optimizing the delivery and management of IT services to enhance operational efficiency and user satisfaction within the ServiceNow environment.

This position is based in Hyderabad and is responsible for leading the ITSM service operations team, which includes process managers and analysts.

The role involves leveraging ServiceNow's capabilities to streamline processes, reduce response times, improve service quality, and ensure that all service requests and incidents are addressed promptly and effectively, as well as drive strategic initiatives that enhance service delivery and operational efficiency.

As a key leader in the Enterprise Service Management Office (ESMO), the Director will collaborate with cross-functional teams to ensure the effective management and support of service management processes.

The focus will be on driving continuous improvement initiatives, utilizing data-driven insights and analytics within ServiceNow to proactively identify trends and root causes of major incidents, thereby preventing future disruptions and enhancing the overall stability of IT services.

Key responsibilities include managing service management operations, optimizing process delivery, and collaborating with stakeholders to ensure successful implementation of service management initiatives.

This role requires a detail-oriented professional with a strong background in ITSM and operations management.

Your Role FULFILLMENT :

• Lead the Request Fulfillment team to address service requests raised by WBD users and groups effectively and efficiently.
• Ensure ServiceNow workflows are configured to meet organizational needs for request fulfillment.
• Monitor and report on service performance metrics related to request fulfillment.
• Drive continuous improvement initiatives to enhance the efficiency of request fulfillment processes.
• Collaborate with stakeholders to understand and prioritize service requests.

PROBLEM, CHANGE, AND INCIDENT MANAGEMENT :

CHANGE MANAGEMENT :

INCIDENT MANAGEMENT :

SERVICE OPERATIONS :

Qualifications & Experiences :

Not Required but preferred experience :

How We Get Things Done.

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done.

We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences.

Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If youre a qualified candidate with a disability and you require adjustments or accommodations during the job application and / or recruitment process, please visit our accessibility page for instructions to submit your request.

(ref : iimjobs.com)